Customer Operations Specialist

2 weeks ago

Quebec City, Canada ABB Full time

**Customer Operations Specialist**:
**At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.**:
**This position reports to**:
Superviseure, entrée de commande

**Your role and responsibilities**:
As a Customer Operations Specialist, your mission is to serve as a key point of contact between our organization and our valued customers. Your primary focus will be on effective communication, ensuring customer satisfaction, and swiftly resolving disputes and claims. You will play a crucial role in maintaining positive customer relationships and upholding our commitment to exceptional customer service. Responsibilities: - Act as the primary point of contact for customer inquiries, concerns, and claims, providing clear, professional, and comprehensive responses. - Address customer disputes and claims promptly, investigating and analyzing issues related to orders. - Collaborate closely with cross-functional teams to ensure quick and satisfactory resolution of customer issues. - Maintain accurate and thorough records of customer interactions, claims, and resolutions for reporting and analysis purposes. - Identify recurring issues or trends in customer disputes and recommend process improvements to minimize future incidents. - Ensure adherence to company policies and procedures when addressing customer concerns. - Accurately and efficiently enter customer orders, ensuring all details are correct for order execution. - Assist customers with order placement and ensure complete handling of requests, including order changes, expediting, and tracking.

**Qualifications for the role**:

- College or university diploma or equivalent required; bachelor’s degree in business, communications, or related field preferred.
- Proven experience in customer service or a related role, with a strong track record of effectively handling customer inquiries and resolving disputes.
- Proficiency in order processing systems and Microsoft Office Suite; SAP experience is an asset.
- Detail-oriented with the ability to manage multiple tasks and priorities.
- Exceptional communication skills in both French and English, with a focus on professionalism, empathy, active listening, and clarity. French is required. English is also required to communicate with customers outside Quebec on a regular basis.

**Benefits**:

- Retirement plan
- Healthcare plan
- Accident insurance
- Wellbeing program

**More about us**:

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